How GolfNow Uses Five9 to Reduce Support Costs and Optimize Scheduling

Join GolfNow, Golf Channel's online tee time booking service, to hear best practices on deploying a contact center solution and effectively integrating it with Salesforce CRM. GolfNow engages golfers over the phone, with desktop and mobile web and applications. GolfNow’s contact centers support a team of customer service agents, distributed across multiple cities who support more than 6,000 quality courses. Find out how GolfNow has been able to:

- Reduce Support Costs and Optimize Scheduling
- Handle in-bound service and support calls over the phone
- Tightly integrate management and reporting with Salesforce
- Use skill-based routing to efficiently direct inbound service and support calls to different agent groups
- Improve communications between multiple call center locations
- Improve quality through call recordings
- Improve customer satisfaction with queue callbacks and voicemail routing

Five9 has recently introduced a revolutionary new agent experience to drive more productivity and improved contact center results. Hear directly from Five9 customer, Open English, about how they have leveraged Five9 meet their call center objectives. Open English is one of the leading Education Technologies in South America that uses a blended environment with Salesforce and Five9 for sales and service.

Attend this webinar to learn how:
•To leverage the best of both worlds with Salesforce and Five9
•Drive optimal lead and campaign management results
•Monitor, measure and get actionable insights with unified reports

Join GolfNow, Golf Channel's online tee time booking service, to hear best practices on deploying a contact center solution and effectively integrating it with Salesforce CRM. GolfNow engages golfers over the phone, with desktop and mobile web and applications. GolfNow’s contact centers support a team of customer service agents, distributed across multiple cities who support more than 6,000 quality courses. Find out how GolfNow has been able to:

- Reduce Support Costs and Optimize Scheduling
- Handle in-bound service and support calls over the phone
- Tightly integrate management and reporting with Salesforce
- Use skill-based routing to efficiently direct inbound service and support calls to different agent groups
- Improve communications between multiple call center locations
- Improve quality through call recordings
- Improve customer satisfaction with queue callbacks and voicemail routing

Today’s customer demands service when and where they choose, and cloud based solutions are the quickest and most cost effective path to meeting this critical need. This means your agents need user-friendly desktop tools as well as access to the most relevant customer data so they can resolve issues quickly and deliver a positive customer experience.

The Five9 Freedom Release makes this possible with a modern user interface called Agent Desktop Plus that links customer context from different channels and pushes dynamic guidance to agents. It also provides your agents with a single application, with rich customer context and insight, that guides the agent through resolution. This consistent insight empowers agents to engage with today’s connected customer.

This webinar will teach you how to:
•Improving agent productivity with the modern, intuitive browser-based design
•Personalizing your customer experiences with customer profiles, context and cross channel history
•Engaging agents with the new workflow using graphical cues and agent assistance tools

This webinar will explain how contact centers can improve their agent productivity, and how that effects overall company bottom line. Join Five9 guest Forrester Research analyst Art Schoeller as he explains the value of top-notch behind the scene tools in your contact center.

As customers continue to demand higher quality service interactions, the contact center agent has had to step up to the challenge. But is the technology behind the scenes promoting these improvements, or hindering the entire process?

Between self-service to omnichannel solutions, there are a multitude of avenues in which agents can assist in customer interactions. Having the right solution as the driving force behind the scenes in your contact center enables agents to not only better serve customers, but improve efficiency and ultimately sell more.

Attendees of this webinar will learn:
•How to handle increasingly complex customer interactions
•What to look for to efficiently manage multiple channels
•Additional tools that agents should have at their fingertips to better answer customer inquiries

Making “Cents” of Your Contact Center Channels: Determining if your contact center is the best bet for a multichannel environment, and how to go about implementing it efficiently.

As customer service channels continue to evolve, the debate continues when (and whether) companies should employ a multichannel contact center. Deploying a multichannel contact center can be a strong strategic move for enterprises, but should be done with care, making sure to mitigate risks and effectively address challenges before they arise.

Join our guest Forrester Research analyst Ian Jacobs as he walks through how to determine if your contact center environment should implement a multichannel contact center, or keep efforts on the voice channel they already know best.

Attendees will learn:

How your contact center software can enable, or hinder, your multichannel efforts
How and when companies should evolve their contact center beyond voice
How to deal with top challenges when building a multichannel contact center environment

There is no doubt that we’re in the midst of a huge sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior.

Contact centers are at the forefront of the shifting battleground when it comes to competitive differentiation; the Deloitte 2013 survey of contact centers found that 62% of organizations view customer experience provided through contact centers as a competitive differentiator. This has put a lot of pressure on contact centers around the world, as they struggle to adapt to the rapidly changing technology landscape and consumer expectations.

Here are 7 of the top trends that are shaping the future of the contact center:

1. Cloud Contact Center technology will make companies more competitive
2. OmniChannel (aka Cross Channel) capabilities will be expected
3. Multi channel, intelligent self service will expand
4. The number of live calls will decline, while complexity of transactions will increase
5. The work at home agent trend will continue to strong growth
6. Regulatory compliance will be the new normal
7. Social engagement will be used to drive leads in addition to servicing customers

Join Liz Osborn, VP of Product and Solution Marketing at Five9 for this informative webinar that addresses trends that are shaping the future of contact centers and provides useful advice for businesses that want to maximize on these evolving trends.

If you run a local business and want to learn how to acquire more new customers you will benefit by attending this webinar!

As demand for solar systems increases, solar manufacturers and installers are competing aggressively to acquire and convert new residential and commercial prospects. To find and covert the ideal solar customer – one based in the right state with the right credit, roof, rate plan and electricity expenses – providers are pursuing a variety of new and innovative customer acquisition techniques including digital marketing, retail partnerships, door-to-door sales, telemarketing and direct response campaigns.

These techniques attempt to maximize conversion rates while controlling costs. GTM Research estimates that residential solar customer acquisition cost installers $0.49/W in 2013. By 2017, this cost will fall to $0.35/W, saving the industry a total of $619 million between 2014 and 2017.

This webinar will examine some of the most successful strategies solar providers are using to close sales over the phone or online as they strive to obtain more customers while controlling acquisition costs.

This webinar will be hosted by Greentech Media and sponsored by Five9 and feature:

As more consumers use smart phones to search for information while on the go, advertisers are embracing a new (old) way to connect with consumers by turning mobile searches and mobile ads into phone leads. According to Google, 70% of all mobile searchers have called a business directly from search ads using Adwords click-to-call ads and research firm BIA, estimates that mobile search will generate more than 70 billion calls from consumers to businesses in 2018!

While the prospect of moving beyond impressions and clicks to drive new, high-value, phone leads is incredibly appealing to many businesses; it is also raising some important questions:

•How will businesses manage the exploding call volume?
•How can inbound calls be identified by the advertisement that was clicked on?
•How can non-lead related calls be routed to self-service channels?
•How can the most important calls be routed to right person to respond?
•How will they be tracked?
•How can businesses staff to handle fluctuate call volume?

Join Michael Boland, industry analyst from research firm BIA/Kelsey and Richard Dumas, Director of Product Marketing at Five9 for this informative webinar that addresses the above questions around this mobile click-to-call trend and provides useful advice for businesses that want to maximize sales conversions from mobile click-to-call campaigns.

If you run local business and want to learn how to acquire more new customers you will benefit by attending this webinar!

Mark Fichera, CEO of OnBrand24, Jared Gleason of the Outsourcing Institute, and Richard Dumas of Five9

BPOs - or corporate outsourcers - today face a dual challenge. Securing the data required to efficiently run their business, while providing the same level of data to their customers, enabling transparency and insight around how the business is being run.

Call Center outsourcer OnBrand24 was able to achieve that transparency, providing their Call Center customers with the needed information that could allow them to quickly analyze and adjust according to their customers requirements.

Hear Mark Fichera, CEO of OnBrand24, Jared Gleason of the Outsourcing Institute, and Richard Dumas, Director of Product Marketing at Five9, for this interactive webinar to better understand challenges that many BPOs are facing today and how call center outsourcers like OnBrand24 are addressing those challenges within their own organization and providing impressive results for their clients.

Join this webinar to learn how people, technology, and culture can turn your company's sales development team into a high-performing unit. Walk away with insights on helping your sales-development teams get better results for your company.

Hear how Five9 created an efficient process for turning leads into high-value sales opportunities and had success with an innovative approach to coaching their sales agents.

Recent advances in cloud technology have dramatically increased the accessibility of powerful solutions for contact centers. With this come an astounding number of new tools that can seem overwhelming to the everyday contact center manager. This webinar, presented by Five9, a leading cloud contact center software provider, and featuring Forrester Research, a global research and advisory firm, will discuss the latest tools and best practices for contact center managers.

Attendees will hear advice, tips and tricks that they can use immediately.

We’ll explore key topics such as:
- Agent productivity and effectiveness: which tools are essential for enabling agents to do their jobs well
- Staffing and routing: how can managers leverage a multi-channel/ omni-channel approach in the cloud
- Analytics and reporting: What, how, and when to measure performance.

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.